Complaints

This profile includes complaints for Cracker Barrel Old Country Store, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cracker Barrel Old Country Store, Inc. has 235 locations, listed below.

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• 

  Cracker Barrel Old Country Store, Inc.

  305 Hartman Dr Lebanon, TN 37087-2519

  
• 

  Cracker Barrell Restaurant (all locations)

  Riverston Parkway Kennesaw, GA 30144

• 

  Cracker Barrell Restaurant (all locations)

  103 Price St Bremen, GA 30110

• 

  Cracker Barrel Old Country Store

  145 Prospect Hill Rd East Windsor, CT 06088

• 

  Cracker Barrel/All Northeast FL and the Southeast Atlantic Locations

  3003 Boone Ave Kingsland, GA 31558

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just signed up for rewards today & was told yesterday by Cracker Barrel that I could use my current 2024 receipts, but have to do it on-line. However; I continue to call **************** ************ & can't reach a live person to resolve this issue. Therefore; I'm hoping you can assist to either add these receipts to my rewards, or let me know how I can do this. Please see my attached 3 receipts that the Cracker Barrel (CB0029) told me on 8/21 would count toward my rewards.

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/17/24 contacted support through email for terrible food and wanting a refund, they told me to provide the details of the receipt and the picture of the receipt, provided all of that right away and still have heard nothing, i even emailed twice to follow up and got no response! Sent all info back to the email. I want a refund! email from them:**** ****** Dear ****,Thank you for contacting us. "Please share the following details for further assistance:Total Amount Paid:Last Four Digits of The Card and type: 5951 Date of Your Visit: 8/17/24 Store Number And Location: Both 0282 ****** Fl Receipt Number Or Copy of Receipt:" ********* now,******* Guest Relations Representative Cracker Barrel Old Country Store, Inc. ref:!00D4P0gUb6.!500U10ErMiI:ref

  

  Business Response

  Date: 09/24/2024

  We sent a compensation card on 8/22  with a separate letter on 8/21. I called the guest and the letter and comp card was not received. I processed a full refund today. 

  

  Business Response

  Date: 10/04/2024

  A refund was processed for the guest on 9/24. Comp card was also sent. Emailed to confirm order was received. 

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, August 11th I placed In order at the cracker barrel location in *********, ******** on wards avenue. Upon arriving home, I noticed that the family meatloaf meal was thrown together. The meatloaf was crumbled clumped together. So I reached out to guest relations on monday, august twelve to share my issues, including pictures. I could not return the food back to the ********* location because I was in *******, which is more than an hour away. After speaking to guest relations, they said that they would send a comp card via email and 223 business days. I've recontacted crackerberrell on thursday, august fifteenth because I still had not received the card in my email. I spoke again to someone different from gas relations.And they said that I would receive the card in 223 days. Today is now sunday, august eighteenth and I still have not received any further communication from crackerbero, nor have I received the card. At this point, the this is just a disservice, I keep reaching out nothing happens and I would like the situation to be rectified on top of I paid forty five dollars for a meal that was thrown together and and not what was advertised on their website.

  

  Business Response

  Date: 08/23/2024

  I reached out to the guest by phone and left a message. A compensaton card was emailed on 8/19/2024. I sent an addtional compensation card today for the delayed response.

  Customer Answer

  Date: 08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I dined in at the ********, ** location on 8/3. We recently started frequenting this location as we were excited to finally find a location in **. We visit every chance we get when traveling out of state and now we drive 2hrs from *********** to ******** just to dine. The service is excellent as per usual with this brand.However, this visit we ordered take home meals to go for the 1st time. The meals were all expired. Ive attached photos where you can see the color difference in the mash potatoes. The smell was horribly pungent and the mac and cheese smells sour. I reached out to Cracker Barrel to make them aware of this and I dont believe the issue was addressed properly. It appears I received a generalized response and the tone insulates it happens, which is completely unacceptable. I was emailed a gift card for comp of one entree. I was not given the option to receive a full refund back to my credit card. I should be allowed to decide if Ill ever dine here again. I also cannot understand how I am comped for one meal when I was given 4 sour ******** truly disappointed in the manner in which my concerns were addressed. My concerns and health were completely disregarded.

  

  Business Response

  Date: 09/13/2024

  I reached out to the guest by phone and the number states it is no longer in service. A refund was processed on 8/15. I reached out to he by email and ask for a follow for assistance.

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22097794
  
  I am rejecting this response because I was only refunded partially. My issue here is the way I was handled. The issue was brushed off as if it happens and I believe this is due to my race. 
  There was no empathy or concern that my husband and I was served spoiled food. Its actually quite insulting.
  
  Sincerely,
  
  

  

  Business Response

  Date: 09/24/2024

  Reached out to guest by phone and the number is no longer in service. We processed a refund for the bad meals. A follow up email from a response from the guest stating she received the refund. A second response was sent, and we will need to forward her complaint to the appropriate for review and follow up. 

  Customer Answer

  Date: 10/10/2024

  This is not resolved.

  

  Business Response

  Date: 10/18/2024

  This complaint was forwarded to another department for review. I reached out to that department today for a follow up.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22097794
  
  I am rejecting this response because I have not heard back from said department.
  
  Sincerely,
  
  Ebony ***

  

  Business Response

  Date: 11/07/2024

  This ticket was sent over to another department for handling. I reached out to them for an update. I will follow up once I recevie and update.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22097794
  
  I am rejecting this response because there is no resolution provided. Their response was simply the complaint was forwarded to a different department.
  
  Sincerely,
  Ebony

  

  Business Response

  Date: 12/13/2024

  We reached out to ******* *****, concerning this issue on 11/19. The guest stated that she did not need anything else from us. 

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the *********, ** location at *************************************************** ************** on 25 July 2024 and placed a catering order to be delivered to a ******** business. No problem, they took my order and no issues. The day of my delivery, I received an alert that ******** picked up my delivery but they had the wrong address. I called the driver, he did not speak English, I called Cracker Barrel and the acting person in charge *********, did her best to resolve the issue. The driver could not be contacted by Cracker Barrel or Door Dash managers. On 2 Aug, I called Cracker Barrel store manager ****** to discuss my refund since the driver went rogue and I never received my order. ****** was unprofessional, argued with me and stated that I never placed my order with them even though they charged my corporate business credit card. Told me that Door Dash had to make the refund. I called door dash and they stated they refunded to the person who made the order, which was Cracker Barrel and that they would have to issue the refund to me. I called the store manager back again and she refused to even give me a receipt or the phone number to a district manager of someone who could help me. She also continued to tell me I never placed the order. It was very disrespectful as a customer when Door Dash never had any of my information in order to make the initial purchase, Door Dash confirmed that the order came from Cracker Barrel and yet the Store manager still denied it. Now I have a charge of $210 and no receipt as to what the additional $18 was for and no refund. This business should be closed if this is how they are going to treat people and not give refunds back. If they could not complete my order initially then they should not have taken my order and my information down.

  

  Business Response

  Date: 09/11/2024

  I reached out to the guest by email and let her know I would be calling her tomorrow for more information on her order. I was not able to connect with her by phone.

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I attempted to place an order using 2 Cracker Barrel gift cards but was unable to because the cards do not have a PIN number. I called the telephone number listed on the website for this issue, however, it is an automated system for checking a cards balance and gives no direction to resolve the issue. Furthermore, when the card number is entered, the response is the card number is declined, ask for another payment. One gift card should have a balance of ***** and the other is a $25 card which has never been used. I emailed the executive office contact asking for help in resolving this and havent received a reply. Id like these replaced with a card I can actually use. Thank you.

  

  Business Response

  Date: 08/09/2024

  We apologize for the delay. The issue with your complaint was taken care of by Guest Relations on 8/7/2024.

• Initial Complaint

  Date:07/17/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, March 9th, at 2:47 PM EST, I placed a to-go order through the Cracker Barrel website. After leaving the store and arriving home, I noticed missing food items from my order. I checked the attached receipt and confirmed that I was missing the following items:"Double Chocolate *************** Cake"Extra Sausage from "Build Your Own Homestyle Breakfast"I emailed Cracker Barrel to notify them of the missing items immediately on the same day, March 9th, through the Contact Us page of their website. I received a response from Cracker Barrel on Friday, March 15th, at 3:37 PM EST, stating that my opened ticket would be "... transferred to the concerned department" and that I would receive a response within 7-14 business days. I have not received a response. I opened another ticket on Wednesday, March 27th, at 4:13 PM EST, asking for an update. I have not received a response. Due to a lack of communication from Cracker Barrel, I asked my bank for advice and options on how to proceed. They ultimately suggested I dispute the transaction if Cracker Barrel was not communicating with me effectively. I filed a dispute on the transaction on April 2nd with Navy ********************* I still have not received a response from Cracker Barrel.On the receipt, please note the sausage item is left unchecked, and the cake item is indicated as unavailable, but no adjustment was made to billing.

  

  Business Response

  Date: 08/09/2024

  Reached out to guest by phone and he stated the issue had been  resolved. He had not recieved the digital comp card we sent. I resent that today. I will follow up by email to make sure the card was received. 

  Customer Answer

  Date: 08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 17, 2024, 40 minute round trip drive from my house to Cracker Barrel, CB0172, 5173 *************, **. Carryout Order *******, server Immelie B, ordered Hamburger Steak, well done, brown gravy but no onions, Mash Potatoes, brown gravy, no onions, green beans, cornbread. Got back home, opened the container, gravy with onions, took the onions out, took 2 bites of green beans, one of potatoes, ate 3 pieces of meat on the edge, was going to get a piece from inside and saw that the meat was raw. I can't eat raw meat and I asked for well done. I called the store and asked for a manager, waited 7 minutes and a lady answered and I asked if she was a manager, she said yes but didn't give me her name. I told her about the food and that the meat was raw. She said, Well what do you want me to do about it, I can cook another one and you can come pick it up. I told her I was not doing another ********************************** my car and it was to hot. I said I should get my money. I took pictures of the food. I said obviously you don't care about your customers. She said I will see you tomorrow. About a half hour after eating the little amount I ate I spent a little over an hour in the bathroom. The food I ate made me sick. I did not go there the next day because I still did not feel good. I haven't been to a Cracker Barrel in over a year and definitely will not go anymore. The server did write everything the way I told her I wanted it on the receipt.

  Customer Answer

  Date: 08/06/2024

  Cracker Barrel contacted me, they sent me a virtual gold card for dining in for 2 drinks, 2 entrees and 2 desserts and they are also mailing me a gift card. I am very pleased with their response. Thank you

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Cracker Barrel several times and requested contact from my local stores to have issues improved and nothing occurs. At the very least issues need to be compensated but I would much prefer to not have to divest time to file complaints for missing, incorrect, or poor quality items which occur with this location nearest me. Today my order, grilled chicken tenders, had 2 sides with the wrong gravy, extremely small portion of tenders, and no biscuits or cornbread included. I am very irritated with this continuing and I want compensation for this and contact to improve this in the future which continues to go unresolved. Guest relations often does not properly acknowledge concerns or sends a copy and paste response without compensation for my wasted money. I would like this ********** ** location to stop wasting my time and have improvements for accurate wait times, incorrect orders, accurate portion sizes, and missing items. Please contact me via email ****. This specific order was placed today via a Grubhub at 1:40 but numerous orders have this problem and I support the brand and want to receive quality items that I feel is a value and this is not happening

  

  Business Response

  Date: 08/09/2024

  Contacted guest and left a message. We are sending compensation to the email address. I followed up by email with update.

  Customer Answer

  Date: 08/11/2024

   
  
  Complaint: 21957244
  
  
  
  I am rejecting this response because: I have responded to this claim and have not received a response from Cracker Barrel to resolve this claim. Once this response is appropriately responded to I will be satisfied 
  
  
  
  Sincerely,
  
  
  
  Adrian Davis

  

  Business Response

  Date: 10/04/2024

  Sending guest compensation card. Followed up with guest by email

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was there with family somewhere around May 20th. I filed a complaint on the email. I filed on May 25th. I was told I would hear back. Ive heard nothing. Awful experience. Raw meat . Cold food. Being charged for items I didnt get. I spend $75. ******** was the ticket number for reference ,

  

  Business Response

  Date: 07/09/2024

  Reached out to guest by phone and left voice mail. We received an email from this guest on 5/28/2024- We sent an apology letter and a digital compensation card. The digital card was resent to guest. I am following up by email.

  Customer Answer

  Date: 07/10/2024

  They reached out today after several weeks and claimed they had already sent me a digital card for ONE FREE meal   I bought four and had problems with them all. I paid $75 and this is the resolution I was offered.  

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21873466
  
  They reached out today after several weeks and claimed they had already sent me a digital card for ONE FREE meal   I bought four and had problems with them all. I paid $75 and this is the resolution I was offered.  

  Customer Answer

  Date: 07/12/2024

  I received an email but no digital card 

  

  Business Response

  Date: 07/17/2024

  We are sending compenstaion by mail. Guest was emailed with the update.